Readings and musings

This post won't be news for anyone. I believe customer service is critical for long-term business success and customer retention, and I don't understand how business owners who fail in customer service can look themselves in the mirror without shame.

In The Thank You Economy, Gary Vaynurchuk argues that the next economy we're entering into is one where direct customer engagement will be required of all companies, and those that don't grasp this will fail to survive. In Delivering Happiness, Tony Hsieh explains how striving fanatically after customer service became his company's mission. Even in Onward, Howard Schultz talks about how he got inspiration for customer service from Italy's oldest artisan cafe owners.

There are some everyday bad customer experiences that I just can't believe keep on occurring. Here are a few that come to mind immediately from my personal life:

The dry cleaners that destroyed my wife's wedding dress and failed to fess up or take responsibility

The hotel in New York that put us in a room right above an outdoor heating unit that was blaring louder than the traffic and rain outside the window (and claimed they weren't aware of the problem with the room beforehand)

The vendor that installed a bunch of equipment in our home that kept failing (with each return visit containing a threat of charging us for service calls)

Long lines at the post office and only one clerk at the window (the other one on an extended "break" or just not even there)

The property management company that stopped servicing our building when we discovered they had failed to do regular required government filings

The "customer service" phone lines that have wait times in excess of 5 minutes (and then make you repeat your personal information 3 times, each time from scratch with each new agent you're transferred to)

I truly hope our generation can put a stop to this and do things differently. For me, it's an ethical issue: poor customer service is the same as not providing the expected or promised value in a product or service, which is the same as stealing money or being dishonest.

Be responsible. If your shit breaks, man up and fix it; don't try to make more money from "service." Take end-to-end responsibility for your product or service, and do whatever you'd like to have been done to you if you were the customer. It's not a privilege to be your customer; it's a privilege for you to service the customer. Get it straight; our generation has choices, access to competitive information and online reviews, and is getting more and more used to amazing service. I hope you can keep up.

Just the fact that they do not answer the phone when you call, and the phone number listed in the credit card bill is wrong. Here's what I got when I tried to use the pathetic chat system.

Please wait for a site operator to respond.

You are now chatting with 'Jasmin'

Your Issue ID for this chat is LTK554022677268X

Jasmin: Hello, how may I help you?

Gary DeVaan: I got a notice from my credit card about a charge from Magicjack for $82 for no reason that I know of.

Jasmin: May I have the order number please?

Gary DeVaan: A month ago I purchased a second devic MJ+ for the sale price in my MJ software. Then I was billed the full price twice. Now I'm being billed again?

Gary DeVaan: there is no order number

Gary DeVaan: i do not have the order number from theMJ+ order

Jasmin: When did you placed the order?

Gary DeVaan: Clearly no one will answer the billing phone number.

Gary DeVaan: two months ago.

Jasmin: Were you able to receive the device you ordered last month?

Gary DeVaan: I did. I'm using it now

Jasmin: I'm sorry for the delay. I'll be right with you.

Gary DeVaan: Please have a manager call me at xxx-xxx-xxxx after they look at my account and can explain to me why I keep being billed.

Jasmin: You're making a follow-up on the recent order, am I right?

Gary DeVaan: This charge is in dispute with my CC and my card is disabled at this time.

Gary DeVaan: There is no recent order other than the MJ+ I ordered a month or so ago.

Jasmin: Are you still charged?

Gary DeVaan: I was charged again today

Jasmin: By how much?

Gary DeVaan: Please have a manager call me at xxx-xxx-xxxx after they look at my account and can explain to me why I keep being billed.

Jasmin: I will be right with you.

Jasmin: We'd love to help you by phone but as of the moment we only do support on chat. Please do not worry as our chat is recorded on our system making it very easy for the next tech to assist you with your concern when you come back again.

Gary DeVaan: I'm not coming back. You will resolve this today

Gary DeVaan: The customer service for this company is piss poor. No one answers the phone and this is frustration with no answers.

Jasmin: One moment please...

Gary DeVaan: Jasmin, find someone who can help me now. Please.

Jasmin: Thank you for waiting. I'll be with you in just a moment.

Gary DeVaan: Are you the only person doing this?

Jasmin: I am transferring you to one of our top 10% agents as rated by our customers. Please hold while I transfer you.

Gary DeVaan: Still waiting...

Please wait while I transfer the chat to the best suited site operator.

Gary DeVaan: wait No I purchased the device at the sale price $39 what happened to that?

Brad: Products Ordered

Brad: MJPLUS6995-T 1 $69.95 not the regular magicJac.

Brad: REGULATORYFEES4.8-T 1 $3.74

Brad: STDSHIP795-T 1 $7.95

Gary DeVaan: The ad on my MJ software had a customers only price for the new MJ+ for $39. That's the device I received and the price I expect to pay.

Brad: The magicJack PLUS device is $69.95. And it has a one year FREE of service. Once the free service expires, you can order for renewal plan for one year for $29.95 and a five years plan for $99.75.

Gary DeVaan: Was the ad a misprint? A mistake?

Gary DeVaan: The prices you listed above still don't add up to $82.

Brad: Total: $81.64

Gary DeVaan: Yea you're right. sorry

Gary DeVaan: I still want to know what happened to the sale price of $39 for the existing customers.

Brad: The $39.95 is for the regular magicjack.

Gary DeVaan: No it was for the MJ plus

Gary DeVaan: I already have a regular Magic Jack

Gary DeVaan: The real question is will you honor the discount that was advertised?

Brad: The discount is only for the existing magicJack user.

Gary DeVaan: Andi I am

Brad: Thank you for waiting. I'll be with you in just a moment.

Gary DeVaan: I am an existing customer and deserve the discount.

Brad: You can ony get e discount if you place the order on the ads that you received.

Gary DeVaan: I will clarify. I was an existing customer when the ad displayed on my Magic Jack Software and I attempted to purchase the MagicJack Plus.

Gary DeVaan: I did place the order on the ad I had received. Then I got a call from my credit card suspecting fraud because You